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- The Cisco Contact Center Business Unit is a global leader in contact center solutions. Our software portfolio enables businesses to provide world class customer care to their customer base. The contact center industry is currently going to through several major transformations: rapid transition from premises solutions to cloud-delivered solutions, and expansion of the role of customer care from providing operational efficiencies to providing excellent customer journeys. Join the world leader in the Collaboration business group and the Webex Contact Center Enterprise team as we execute the most aggressive growth plan ever. The Team: The Solution Assurance teams charter and role is to build confidence across all stages of solution delivery lifecycle to drive customer success globally, delivering on vision of becoming #1 in the market place. Execution of this vision requires driving higher customer satisfaction by ensuring right architectures are in place, managing critical customers and escalations, and technically enabling our partners and customers on our solutions. This responsibility will enable the business to leverage real world customer practices being incorporated into software development to improve product quality, serviceability, usability and reliability. Our software product is run by who's who of Fortune 500 customers and service providers. Our customers expect, and get, uninterrupted continuous operation. Your role is critical in ensuring that Cisco's customer's operations go uninterrupted. You will work as part of a team of experts on different products within Cisco's Customer care portfolio providing critical troubleshooting and consulting services to Cisco's collaboration customers. The opportunity exposes you to a variety of technologies and solutions that are being used by huge number of customers worldwide. In this role you work with your peers, engineering, product management and across organizational boundaries with sales, services, support, partners and leadership to solve customer problems as well as build, maintain, and grow customer and partner loyalty. What you bring to the role: As a Customer Success Manager, you join our team to manage adoption and deployment of the customer journey platform by enterprises and service providers. You will be responsible and fully accountable for managing multiple large customer accounts serving as "trusted advisor" on the Webex Contact Center Enterprise. The Customer Success Manager is also expected to coordinate internal resources in order to deliver improved business results on behalf of the clients through new and existing services. The position requires frequent communication with internal teams regarding client status, new opportunities and resolution of problems and issues. Customer Success Manager is a key partner with field account teams in managing customer relationships. A successful candidate should have a strong presence, strong sense of ownership in driving escalations to resolution and be able to think on their feet while meeting with clients. They will leverage an ability to quickly grasp new use cases and acquire new platform knowledge through independent study, as well as through interaction with other team members. The candidate will be able to discuss technology through the language of business, know when to be more or less detailed, and evoke confidence in our solutions and technology to help remove any barriers a customer might encounter. Responsibilities : Technical Account Management: Interacts with client staffs to understand business needs and recommend services and enhancements that achieve client objectives. Reports regularly to Management on client status. Customer onboarding, Service Activation and Training: Coordinates internal resources to activate new services on behalf of client. Acts as subject matter expert to train customers, partners and internal employees on the technical details and value of the Cisco Webex Contact Center Enterprise solution. Contribute thought leadership and best practice, both internally and externally around client engagements. Sales Enablement: Own responsibility for expansion of the Cisco Webex Contact Center Enterprise. Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers and channel partners. Deliver successful customers maintain customer relationship to ensure customer loyalty. Engineering Empowerment: Works closely with Product Line engineering groups across Cisco. Identify use cases not yet covered by our current platform/Patterns on issues faced by customers and submit them to product management. Be creative about using tools at your disposal to provide excellent customer service and unique solutions that drive customer success. Provide timely executive summary status reporting to management. Minimum Skills: 7+ years related experience preferred B.S or Masters in Business or Technical degree Solid and proven client management experience Experience with Contact Center design and deployment, IVR or other related technologies Excellent people management and relationship management skills Excellent verbal and written communications skills Strong understanding of project management tools and methodologies Ability to understand client's business needs and recommend solutions that meet them Willing to stretch limits, challenge status quo and take on new challenges. Travel to client site(s) expected (10-20%) Desired Skills: Experience with Collaboration technologies such as chat, email, SMS etc., SaaS solutions such as Salesforce and other CRM solutions. IVR design and development or other related experience with Telecommunications. Experience working with customers on gathering business requirements, defining desired outcomes, methods to achieve results, metrics to evaluate progress and continuous improvement Business intelligence and analytics solutions such as Smartsheets, Tableau, Kibana to analyze data and derive actionable insights. Experience working on DialogFlow and AI technologies, Web service integrations, Telephony networks, voice protocols such as SIP and telephony endpoints. Ability to pre-empt and coordinate advanced planning, coordination and people management in order to achieve the project's deliverables. Ability to multi-task and prioritize external and internal customer needs along with project tasks. Strong interpersonal, analytical and organizational skills. Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Customer Success Manager - San José, Costa Rica - Cisco
